---
title: 'Founding Customer Experience Lead at Emora Health'
canonical: 'https://feeny.ai/job/founding-customer-experience-lead-emora-health-new-york-2nxr25x074rx'
type: 'job'
last_seen: '2026-11-08'
---

# Founding Customer Experience Lead at Emora Health

- **Company:** Emora Health
- **Location:** New York, NY
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-11-04
- **Last confirmed live:** 2026-11-08
- **Apply:** https://jobs.ashbyhq.com/emora-health/c248968c-9e01-4fde-814d-d50250efacab

## Job description

## The Role

At Emora, we believe exceptional client experience goes beyond resolving issues. It's about making families feel heard, supported, and confident in their care, especially when things don't go as planned. We're looking for a Senior Client Experience Lead who can turn difficult customer interactions into moments that build trust. You'll personally handle our most challenging client situations, coach our distributed Client Experience team, and help set the standard for thoughtful, responsive, and genuinely exceptional service. At Emora, retention is growth. A single poor experience can cause a family to leave care, while a thoughtful response can make all the difference. This is a hands-on player-coach role, not a traditional management position. You'll lead by example, stay close to the day-to-day work, and help the team develop the judgment and confidence to deliver outstanding service.

## What You'll Do

- Personally own complex client escalations, including scheduling issues, billing concerns, clinician transitions, service complaints, and other sensitive situations.
- Turn frustrated or disappointed families into people who feel heard, supported, and confident continuing care with Emora.
- Serve as a hands-on lead for our distributed Client Experience team, providing day-to-day guidance, coaching, and escalation support.
- Set a high standard for client communication across phone, email, and messaging, helping teammates navigate difficult conversations with empathy and sound judgment.
- Coach team members on de-escalation, service recovery, problem-solving, and knowing when to go beyond standard procedures to do what's right for the client.
- Identify recurring service challenges and help improve workflows, escalation processes, and internal resources to create a more consistent client experience.
- Partner with Clinical, Operations, and other teams to resolve client issues and ensure families experience smooth transitions throughout their care.
- Monitor client feedback and service quality to identify opportunities to improve team performance and the overall client experience.

## Who You Are

- 3+ years of experience in customer experience, client services, or another high-touch, consumer-facing service environment; we care more about your ability to deliver exceptional service than a specific number of years.
- A natural coach or team lead who has experience mentoring teammates, handling escalations, or helping others improve, whether or not you've formally managed people.
- An exceptional communicator who can turn an angry or frustrated customer into someone who feels understood, respected, and confident in the resolution.
- Customer-obsessed and comfortable using good judgment rather than relying solely on policies or scripts to resolve difficult situations.
- Calm under pressure, emotionally intelligent, and able to navigate sensitive conversations with empathy and confidence.
- Proactive, resourceful, and comfortable taking ownership in a fast-moving environment where not every situation has an established playbook.
- Hands-on and energized by both solving customer problems yourself and helping others become better at doing the same.

## Nice to Have

- Experience at a consumer company recognized for exceptional customer service, hospitality, or customer loyalty.
- Experience in digital health, healthcare, telehealth, or another high-trust service environment.
- Experience supporting or coaching distributed or offshore customer service teams.
- Experience improving service quality, escalation processes, or customer support workflows.

## About Emora Health

Emora Health is a rapidly growing, venture-backed virtual behavioral health company changing the way mental health care is delivered to kids, teens, and young adults. We are building the industry-leading end-to-end care platform to elevate the care experience for families, while connecting each to licensed, specialized therapists and psychiatric clinicians who work across a range of challenges – including ADHD, anxiety, depression, trauma, and other emotional or behavioral conditions. With 75% of mental health symptoms emerging before age 24 – and fewer than half of youth receiving the care they need – we're on a mission to close the gap in access while advancing care efficacy. By delivering early, effective intervention, we help youth build personal skills, reach key developmental milestones, and develop lasting emotional resilience. We’re seeking ambitious, driven, agile, and passionate candidates who are ready to spearhead our growth and serve as early members of a rapidly growing team.

## About Emora Health

## Company Overview
- **One-liner**: Emora Health provides virtual mental health care for children, teens, and young adults, including therapy, medication management, and comprehensive diagnostic testing.
- **Entity Type**: Private (Seed stage)
- **Headquarters**: New York, United States
- **Founded**: 2023
- **Founders**: Edmond Coku (CEO), Zach Walters (COO)

## Core Business
- Primary industry: Pediatric Mental Health Care (Telehealth)
- Target customers: B2C (families), B2B (K-12 school districts, universities, physician groups, digital health platforms)
- Mission: "To make high-quality mental health care accessible to every child, teen, and young adult who needs it."

## Products & Services
- **Virtual Therapy**: Individual, family, and group therapy using evidence-based modalities (CBT, DBT, play therapy, etc.) for anxiety, depression, ADHD, trauma, behavioral challenges, and more.
- **Medication Management**: Non‑stimulant psychiatry for children and adolescents (SSRIs, SNRIs, non‑stimulant ADHD medications, etc.).
- **Comprehensive Testing**: Telehealth‑based ADHD and autism evaluations (MIGDAS‑2, RIAS‑2) including anxiety, depression, learning differences, and IQ measures; produces 504/IEP documentation.
- **Emora Care Network**: Continuity‑of‑care referral service for services outside Emora’s scope (IOP, PHP, residential, in‑person care, controlled‑substance prescribing, etc.).

## Market Standing
- **Valuation**: Not publicly available
- **Key Metric**: Total Funding – Seed round (3 investors, amount not disclosed)
- **Notable Investors/Partners**: Not disclosed by name (LinkedIn lists 3 investors in seed round)
- **Growth Signals**:
  - 66 employees (+363.6% YoY), 10.9% monthly headcount growth
  - Served 5,000+ families; 4.94/5.0 satisfaction rating across 10,000 reviews
  - 89% of clients show improvement within 5 sessions
  - Licensed in 10 states (AZ, FL, GA, IL, MO, NC, OH, SC, TX, WI)
  - 14 active job postings with a monthly increase of 55.6%

## Competitive Advantages
- Proprietary matching system that pairs each client with a specialist aligned to their specific needs.
- Rigorous clinician vetting (top 7% of licensed therapists, psychologists, and psychiatrists).
- Fully virtual care model with after‑school scheduling and $0 out‑of‑pocket for most families (accepts major insurance including Medicaid).
- High outcome transparency (4.94 rating, 89% improvement rate).
- Comprehensive testing services integrated with care, including 504/IEP documentation.

## Strategic Focus
- Expand geographic footprint (targeting new states and partnerships with school districts and health systems).
- Scale clinician network while maintaining high quality (top 7% vetting).
- Invest in telehealth‑validated diagnostic tools and content resources (Clinical Insights, Resources hubs).

## Why Work Here
- Mission‑driven culture focused on revolutionizing child mental healthcare.
- Remote‑first, flexible hours (after‑school schedules) with weekly payments.
- Competitive hourly rates ($60–$80/hour per Indeed job postings).
- Strong clinical leadership (Dr. Jacquelyn Flood, Clinical Director, with 17+ years of child psychology experience).
- Collaborative, multidisciplinary team environment with opportunities for professional growth.
- Work‑life balance emphasis: no weekends required.

## Sources
1. [emorahealth.com About](https://www.emorahealth.com/about)
2. [emorahealth.com Careers](https://www.emorahealth.com/careers)
3. [LinkedIn Company Profile](https://www.linkedin.com/company/emorahealth)
4. [Indeed Company Page](https://www.indeed.com/cmp/Emora-Health)
5. [emorahealth.com Homepage](https://www.emorahealth.com/)

## Other roles at Emora Health

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- [Founding Go-to-Market Lead](https://feeny.ai/job/founding-go-to-market-lead-emora-health-new-york-f95at87c7n5q) — New York, NY
- [Remote Clinical Psychologist (PsyD | PhD) – ADHD & Autism Assessments [Arizona]](https://feeny.ai/job/remote-clinical-psychologist-psyd-phd-adhd-autism-assessments-arizona-emora-vyhh6bnt79xb)
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